Quality

Question 1

Quality marks-

Answer 1

Kitemark- A U.K. Produced which is mostly used for products like crash helmets, smoke alarms and flood defences
Investors in people- A mark of high performance in business and people management e.g McDonald’s, Sony and Allianz
CE Mark- How a product compares with EU safety, health and environmental guidelines. For example IPads and IPhones

Question 2

Benefits of good quality-

Answer 2

• Build a good brand image
• Build customer loyalty
• Better value for money for customers
• Makes the product easier to promote

Question 3

How to check quality-

Mystery Shoppers + Customer feedback

Answer 3

Mystery Shoppers - A person employed by the business to visit a store or restaurant in order to assess quality and customer services
Customer feedback - Information given directly from a customer based on there experience with the products or services so the business can alter the product or service

Question 4

How to check quality 2-

Monitoring phone calls (customer service quality) + Staff feedback

Answer 4

Monitoring phone calls- recording phone calls to assess the quality of customer service
Staff feedback- Feedback given by staff on what the think the customer service is like

Question 5

How to check quality 3-

Number of sales and refunds

Answer 5

Number of sales or refunds- The amount of products sold and returned by customers can be used to make inferences about product quality

Question 6

How to assure good quality-

Quality control + Quality assurance

Answer 6

Quality Control- A way to monitor quality of work completes by one person or a department and will randomly check samples of the products
Quality Assurance- A way of managing quality by giving employees are given responsibilities for creating good quality products and it is checked at multiple stages during the production process